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Client Support Specialist (Bilingual, French)

1 month, 1 week ago
United States
Junior
Customer Support
Customer and Technical Support
Salesforce
Apply Now
Infomedia

Infomedia

Infomedia Ltd is a global leader in parts and service software for the automotive industry, empowering over 250,000 users across 186 countries and 50 OEM brands. Their innovative DaaS and SaaS solutions drive dealer efficiencies, grow sales, and enhanc...

Automotive
251-1K
View All Jobs 3

Description

  • Act as a trusted partner to customers by understanding their business needs and helping them succeed with the products.
  • Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction.
  • Create and maintain guides, training content, and FAQs for customers and internal teams.
  • Collaborate cross-functionally to share customer insights, product challenges, and improvement opportunities.
  • Proactively identify recurring issues and recommend ways to improve customer workflows and experience.
  • Support customer success outcomes, including retention, adoption, and engagement metrics.
  • Monitor and contribute to support KPIs such as first response time, resolution time, customer wait time, and ticket volume.
  • Identify opportunities to streamline ticket handling and improve response processes.
  • Participate in coaching, mentoring, and team knowledge-sharing.
  • Support customers using SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive.

Requirements

  • 1–3 years of experience in customer support, customer success, or related client-facing roles.
  • Ability to work Noon–8 pm EST.
  • Strong communication and relationship-building skills.
  • Comfort learning and explaining complex software tools and processes.
  • Interest in knowledge management, process improvement, and customer enablement.
  • Written and spoken fluency in English and Canadian French.
  • Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms.
  • Experience supporting SaaS or proprietary software platforms (preferred).
  • Exposure to automotive, dealership, or related industries (preferred).
  • Experience working in remote or distributed teams, or multilingual/global support environments (preferred).
  • Familiarity with analytics or reporting for customer success or operational improvement (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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